We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 371633 results
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Decision Reference DRN-4999406
4 Sep 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4999406 The complaint Ms J complains that a car acquired under a personal contract purchase (PCP) agreement with Toyota Financial Services (UK) PLC (Toyota FS) wasn’t of satisfactory quality when it was supplied to her. What happened In July 2020, Ms J acquired a new car from a dea... (4 pages)View decision -
Decision Reference DRN-4919993
4 Sep 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4919993 The complaint Mr S complains that Mitsubishi HC Capital UK PLC, trading as Novuna Consumer Finance (“Novuna”) were unreasonable to turn down his credit application. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here.... (1 page)View decision -
Decision Reference DRN-4850505
4 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4850505 The complaint Miss P has complained about the way that Royal & Sun Alliance Insurance Limited (RSA) handled a claim under her home insurance policy. References in this decision to RSA include its agents. What happened Miss P made a claim to RSA in July 2021 after a wat... (3 pages)View decision -
Decision Reference DRN-4910862
4 Sep 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4910862 The complaint Mr U is unhappy with the service provided by Liverpool Victoria Insurance Company Limited (LV) when dealing with a claim under his home emergency insurance policy. LV is the underwriter of this policy. Part of this complaint concerns the actions of the agent, ... (3 pages)View decision -
Decision Reference DRN-4863802
4 Sep 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4863802 The complaint Mr L complains about how Ageas Insurance Limited (“Ageas”) handled a claim and increased the renewal price of his car insurance policy. What happened Mr L had a motor insurance policy with Ageas. In March 2022 he was involved in a minor collision when he said h... (3 pages)View decision -
Decision Reference DRN-5001942
4 Sep 2024 Zurich Insurance PLC UpheldInsuranceDRN-5001942 The complaint Mrs O is unhappy with the assistance received under a travel insurance policy underwritten by Zurich Insurance Plc when her husband required emergency medical treatment whilst abroad. All reference to Zurich includes its agents and medical assistance team. Wh... (4 pages)View decision -
Decision Reference DRN-4917713
4 Sep 2024 Chetwood Financial Limited Not upheldBanking and PaymentsDRN-4917713 The complaint Mr T complains that Chetwood Financial Limited trading as Wave did not send him the required notices prior to registering a default on his credit file. What happened Mr T had a credit agreement with Wave, who informed him that they passed the account to a debt ... (3 pages)View decision -
Decision Reference DRN-4953774
4 Sep 2024 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-4953774 The complaint This complaint’s about a commercial mortgage that Mr V and Mr V hold with Shawbrook Bank Limited. Mr V and Mr V are unhappy that when they made additional lump sum payments to the mortgage, Shawbrook insisted they provide information about the source of funds (... (3 pages)View decision -
Decision Reference DRN-4674596
4 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4674596 The complaint Mr A is complaining that Revolut Ltd won’t refund payments he made when he fell victim to a scam. The complaint has been brought on Mr A’s behalf by a professional representative. What happened The circumstances of the scam are well known to both parties so I ... (3 pages)View decision -
Decision Reference DRN-4986244
4 Sep 2024 PayrNet Limited Not upheldBanking and PaymentsDRN-4986244 The complaint Miss W complains that PayrNet Limited won’t refund payments she made that were part of a scam. ANNA Money, who Miss W’s account is with, is an agent for PayrNet. For ease, I’ll mainly refer to ANNA throughout the decision. What happened Miss W held a business a... (4 pages)View decision
